Dispute Charges

Dispute a transaction

If you spot a transaction that doesn’t look right or wasn’t authorised, you can dispute it easily through the Bank al Etihad app. Just follow these steps to submit your request and track its status:

Dispute a transaction on the Bank al Etihad app

Step 1 of 6

Choose the transaction you want to dispute

From the transactions list, tap on the one you want to dispute, whether it was made in-store, online, or at an ATM. Then, tap on "Dispute transaction".

Step 2 of 6

You'll be taken to an introductory screen with a summary of the process

Tap on "Continue" to move to the next step.

Step 3 of 6

Choose the reason for your dispute from the list

Then, tap on "Continue".
Note: Some reasons may require you to upload a supporting document.

Step 4 of 6

Review your dispute details

Select the account you want to use to pay the 5 JOD dispute fee, then review your information carefully and tap on "Make payment".

Step 5 of 6

Verify your request

Enter the OTP sent to your registered mobile number, then tap on "Confirm".

Step 6 of 6

Your request was submitted successfully

Our team will review your case and get back to you within 45 to 60 days.

Published:

23 November 2025

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